CC...x
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Imagine someone is blowing very gently on your ear, reminding you that you are somewhere else entirely. If the customer cannot appreciate your effort, I'm sure someone else does... |
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Jill
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Kill them with kindness |
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Juan Kassoff
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Have a big fat spliff just before you ring! Simple. |
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bekkibex
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'forget to call him back' or ring him and after doing the deed set the fire alarm off and run away! |
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jackbutler5555
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Before telling him the bad news, I would go into everything I did to help him, even making stuff up (that of course won't get you into trouble if he repeats it). You need to help him reach the conclusion that you had nothing to do with the cause of his anger. You're merely the conduit of communication.
Customers should know that the person on the other end of the line is just a nerve ending of a process. But they often don't.
You also must validate his reaction. "I can see how you feel about this. I'd be angry too. You've waited a long time already. And, instead of telling you your wait is over, I have to tell you the wait is going to be longer. I feel badly about this. Believe me I tried every way to get this resolved in your favor. It just wasn't possible. I'm so sorry. We have weekly meetings to give customer feedback on our operation. You can count on the fact I will be telling your story and how we let you down." |
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Pirate_Wench
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Ok, I had to call a patient today and give them some bad news about one of their prescriptions that they had been waiting since Monday for. She started screaming at me, and I had to be professional, and just explain to her that it was all in motion now, and she should be satisfied soon. I never give them a date and time, because that will come back to haunt you. I am very sweet on the phone, and then once I hang up, I basically ***** about it for the rest of the day. As long as that person is happy, and won't complain to my boss, I'm fine with it. |
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Frank M
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Be honest.
Have some facts - reasons why.
Tell him you understand his anger.
If its true tell him you are frustrated as well.
Explain what you have done to help get things sorted out.
Ask him if he can think of anything else you can do about it?
Stay calm.
Regard his anger problem as his alone & refuse to share it either by being angry, upset or intimidated. |
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Paul D
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make it clear its not your fault and you have done everything you can, and tell him you have referred it to your senior as you are not happy either. its called pasing the buck mate.always works. |
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RRM
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Empathise with him and demonstrate that you understand his frustration. He too needs to understand that you haven't upset him on purpose and that whatever has happened is beyond your control. It's not only up to you to understand his grievances but also for him to understand your position.
Whatever you do prepare what you are going to say and don't put the call off.
Good luck |
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David
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tell him you understand his frustration but some things are beyond your control,but you are going to work very hard to help resolve HIS problem.Tell him how you are also frustrated by the situation.Be honest with your answers,people get really pissed when they get lied to or fed BS. |
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DANIEL D
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Take a deep breath, be honest and remember that he will probably forget all about in in 5 or 6 years anyway.
Good Lucky ! Just Do It ! |
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Captain Eyewash
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Your prepared for a bit of flack.
Now give the customer the call but don't take it personally.
They may not say it whilst getting it off their chest, but YOU are not the target. |
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philipscottbrooks
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Get together as many of the facts, why there are delays.
Speak with confidence and after bad breaking the news ( don't beat around the bush) Talk to him in questions he must say yes to.
For example I know its not what you wanted to hear but im sure you would not want me to give some info that we were not sure about with the possiblity of bad results happening to you would you Mr. So and So ? Then reassure him everything is being done ....I'm going to check or keep calling so and so, and I will contact you (Today tomorrow before I leave tonight ) and let you know what stage we are at even if it is not what yo want to hear..
In other words kep him informed even if he shouts a lot remain calm and call him
Thats how I handle these things - works to a good degree for me |
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deadly
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Smile when you talk. Keep your voice low and do not loose it. |
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Heathen
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Empathise with him. eg "I understand entirely how frustrating and annoying this must be for you" and layer on the apologies. |
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quantumview
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Hope for the best expect the worst. Like talking to an angry wife. Can't placate their anger or discount their feelings. You know you're going to get hammered, that a storm is brewing. So batten down the hatch. Be honest, straightforward no beating around the bush. "I have some bad news (or more bad news) and I don't blame you for being upset (or still being upset) with me"
His anger can only be in one direction, and it's through you. Tell him what went wrong and let the storm hit. You're the ship on the high seas, the proverbial whipping boy. He is the victim and it's all your fault. "I messed up and you will be compensated. I'll abide by any decision you may have on this matter. I hope we can still work together to solve this problem."
You can show reassurance. "This has been bothering me since the last time we spoke and I assure you I will.... ( ) or "I agree with you that this is taking too much time." Or 'having you as a customer is very important. I will"... ( )
Maintain his confidence. He doesn't want to hear "I'm trying" but rather "I'm doing".
Just keep a cool, focused head without sounding condescending.You can get the ship safely back i.e. keep his business. Know that anger will and does vent itself. He is your customer and the customer is always right. |
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thesilvernewt
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I book end the phone call with 2 calls to nice people. They calm me down before and after. I think you just have to hold your breath and do it |
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Sally J
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Get hold of some valium!
Failing that, prepare what you have to say - ask him/her to listen carefully to what you have to say BEFORE yelling at you. Give them the number for your supervisor. And if he/she shouts or becomes abusive, put the phone down on them - you don't get paid to be abused!
Good luck. |
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Pinolera
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Listen calmly if they start to go off. Do not interrupt them. Then explain the situation again and apologize and tell him/her you are trying your very best. |
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Clay M
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The only thing you can do is be honest with the person. Express empathy for their situation -don't be flippant or nonchalant. If you are the reason for the delay, inform them of what you are doing to correct this and what changes are being made to prevent it in the future. Realize that some people will be angry no matter what, but the best way to maintain a good "customer-supplier" relationship is to have clearly defined and agreed upon expectations. You should define the reasonable expectation that you can achieve and convey this to the customer. If you need to reset the expectation too many times, expect the negative reaction. If all else fails, tell them it is what it is and that they should root for the STEELERS! |
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